Krowd Customer Agreement

These Terms govern your access to and use of Krowd services (the “Services”). They are written to cover both individual users on free plans (including House Krowd Free) and organisations on paid plans across House Krowd, Signals, Krowd Source, Insights, and future Krowd products.

By accessing or using the Services, you agree to be bound by these Terms. If you use the Services for an organisation, you confirm you have authority to accept these Terms on that organisation’s behalf.

“Agreement” means these Krowd Terms, including any applicable product-specific terms, Order Forms (if any), and referenced documents.

“Customer” or “User” (or “you”) means the individual or organisation using the Services under these Terms.

“Order Form” means an ordering document, online checkout, statement of work, or other ordering flow for paid Services that references these Terms and describes the Services purchased.

“Services” means Krowd hosted software services and related support, documentation, and updates.

“Customer Data” means data, content, files, media, or other information submitted to, connected to, generated within, or otherwise processed through the Services by or on behalf of Customer, including by End Users.

“Provenance Record” means machine-readable information maintained by the Services concerning the source, timing, context, configuration, selection, declarations, consent or authority, transmission, disclosure, or other lifecycle events associated with data, an opportunity, or a transaction.

“End User” means an individual authorised by Customer to use the Services, including employees, contractors, partners, and invited collaborators.

“Confidential Information” means non-public information disclosed by a party to the other party that is marked or should reasonably be understood as confidential.

“Documentation” means user guides, technical documentation, and knowledge-base materials we make available for the Services.

If you use a free plan (including House Krowd Free), these Terms apply directly and no Order Form is required. If you purchase a paid plan, your Order Form describes the Services purchased, including applicable plans, feature sets, usage limits, subscription term, and fees.

If you purchase multiple Services, each purchase may be listed on one or more Order Forms. Unless otherwise stated, all Order Forms are governed by these Terms.

• Affiliates: Your affiliated entities may use the Services under your account if permitted by the plan, provided you remain responsible for their compliance.
• Usage limits: The Services may include limits (e.g., seats, storage, workspaces, message volumes). We may enforce these limits or require an upgrade where limits are exceeded.
• Trials and betas: Trials and beta features may be offered separately and can include additional terms or restrictions.

You are responsible for (a) ensuring End Users comply with these Terms, and (b) all activity that occurs under your accounts.

• Admin controls: Certain End Users may be designated as administrators and can manage access, permissions, configurations, and data connections.
• Credentials: End Users must keep login credentials confidential. Customer must promptly notify us of suspected unauthorised access.
• Legal authority: You represent you have authority to bind the Customer to this Agreement.

You may use the Services only for lawful purposes and in accordance with this Agreement. You will not, and will not permit End Users to:

• access, use, or share the Services in a way that violates applicable laws or regulations;
• attempt to gain unauthorised access to the Services, accounts, or related systems;
• probe, scan, or test the vulnerability of the Services without our prior written authorisation;
• interfere with or disrupt the integrity or performance of the Services (including denial-of-service, load testing without approval, or abusive automation);
• reverse engineer, decompile, or attempt to extract source code from the Services, except to the extent such restrictions are prohibited by law;
• upload or transmit malware, harmful code, or content that is illegal, infringing, or unlawfully discriminatory; or
• use the Services to send spam or to engage in deceptive, misleading, or abusive outreach.

We may suspend or limit access to protect the Services, Customer, End Users, or third parties where we reasonably believe there is a violation of this section.

As between the parties, Customer retains ownership of Customer Data. Customer grants Krowd a limited, non-exclusive license to host, copy, transmit, display, and process Customer Data only as necessary to provide and improve the Services, support Customer, and meet legal obligations.

You represent and warrant that you have a lawful basis and all necessary rights, permissions, notices, consents, and other authority required to collect, upload, connect, enrich, match, analyse, use, disclose, export, and otherwise process Customer Data for each purpose for which you configure the Services.

• Responsibility: You are responsible for Customer Data, including its accuracy, legality, provenance, and how you obtain and use it.
• Purpose and minimisation: You are responsible for ensuring that Customer Data and each configured workflow are appropriate, relevant, and limited to what is necessary for the stated purpose.
• Content controls: You are responsible for configuring your workspaces, permissions, retention settings, field-level sharing, listeners, destinations, and other controls to align with your internal policies and compliance needs.
• Exports and disclosures: You must only configure an export or disclosure of personal data where you have established an applicable lawful basis and any consent, request, authority, permission, notice, or other condition required for the relevant purpose and recipient. A technical ability to export data does not itself authorise disclosure.

Signals and other Krowd Services may be used to configure campaigns, cohorts, referrals, introductions, listeners, exports, and integrations. Where your organisation is subject to professional or sector-specific rules, you remain responsible for determining whether each proposed use complies with the rules that apply to you.

• Acquisition and outreach: You are responsible for ensuring that campaign selection, outreach, advertising, client acquisition, referrals, introductions, and fee-sharing arrangements comply with applicable law, professional rules, and direct-marketing requirements.
• No circumvention: You must not use Krowd, House Krowd, Signals, another Krowd service, or any third party to carry out activity that you would be prohibited from carrying out directly.
• Selection criteria: You are responsible for the lawfulness and regulatory appropriateness of criteria used to select properties, individuals, cohorts, recipients, or opportunities. Feature availability does not amount to regulatory approval of a particular selection method.
• Resident or participant choice: Where a workflow involves legal, financial, housing, health, or other regulated or sensitive services, you must not configure or present the workflow in a way that falsely represents a person's request, consent, provider choice, authority, or instructions.
• Receiving provider checks: A referral, introduction, event, listener match, or export does not itself establish a professional relationship. The receiving provider remains responsible for conflicts, eligibility, onboarding, client-care, professional conduct, and other regulatory checks applicable to it.
• Failed delivery and rerouting: A failed or rejected technical delivery does not, by itself, authorise disclosure to a different recipient. Any retry or rerouting must remain within the person's recorded instructions, permissions, provider choices, and other applicable legal or regulatory conditions.
• Provenance: The Services may create and retain Provenance Records showing source, timestamps, campaign or cohort configuration, selection criteria, declarations, consent or authority, provider choice, transmission, delivery, and disclosure events. You must not knowingly alter, suppress, or misrepresent these records to obscure how an opportunity or transaction arose.
• Audit and evidence: Subject to applicable law and our data-protection obligations, Provenance Records may be used to investigate incidents, resolve disputes, demonstrate platform operation, support audits, and evidence the acquisition and disclosure journey.

Some features may use statistical or model-assisted techniques (including machine learning) to generate summaries, classify content, detect patterns, or propose next actions. These outputs are informational and may be probabilistic.

• Human review: You are responsible for reviewing outputs before relying on them for operational, legal, safeguarding, or compliance decisions.
• Output variability: Outputs may change based on input data, configuration, model updates, and feature changes.
• Restricted inputs: You must not submit content that you are not authorised to share or that is unlawful to process. Where special category or sensitive data is involved, you must ensure you have a lawful basis and appropriate safeguards.

We maintain technical and organisational measures designed to protect the security, confidentiality, and integrity of the Services and Customer Data, taking into account the nature of the Services and the risks presented.

• We may implement security updates, patches, and changes to improve platform resilience.
• You are responsible for secure configuration choices you control (e.g., user access, sharing settings, API keys, SSO configuration, and device security).
• If we become aware of a confirmed security incident affecting Customer Data, we will provide notice consistent with applicable law and our incident response processes.

The parties' data-protection roles may differ by workflow and category of personal data. Where Krowd processes personal data on behalf of Customer, processing will be governed by the applicable Data Processing Addendum (DPA) and the privacy information provided during onboarding. Where Krowd determines purposes and means of processing independently, it may act as a controller for that processing.

• Customer is responsible for determining its lawful basis for processing personal data, and for providing appropriate notices to individuals for processing it controls.
• Customer will ensure it has the necessary rights, authority, and consents (if applicable) to provide, connect, disclose, or instruct Krowd to process personal data for the configured purpose.
• Where Customer determines the recipient, purpose, or scope of a disclosure or export, Customer is responsible for ensuring that disclosure is lawful and consistent with the individual's recorded choices, permissions, and notices.
• Customer is responsible for responding to data subject requests for processing it controls, with Krowd providing reasonable assistance where required by law and consistent with the Services.

House Krowd Free has no subscription fee. For paid plans, fees, billing frequency, and renewal terms are set out in your Order Form. Unless otherwise stated, paid subscriptions renew automatically for successive terms of the same length as the initial term.

• Taxes: Fees are exclusive of applicable taxes, duties, or levies, unless stated otherwise.
• Non-payment: We may suspend Services for overdue amounts after reasonable notice, except where prohibited by law.
• Refunds: Fees are non-refundable except where required by law or expressly stated in an Order Form.

We provide support as described in the applicable plan or Order Form. Support may include knowledge-base access, email-based support, and incident response for service availability issues.

• Planned maintenance may occur from time to time. We aim to minimise impact and provide notice where reasonably practicable.
• Service levels, uptime commitments, or service credits (if any) must be set out in your Order Form or a separate SLA to apply.

Krowd and its licensors retain all right, title, and interest in and to the Services, Documentation, and all related intellectual property. Except for the rights expressly granted in this Agreement, no rights are granted by implication or otherwise.

• Customer may use the Documentation solely in connection with its authorised use of the Services.
• Customer retains all rights in Customer Data, subject to the limited license granted to Krowd to provide the Services.

Each party may disclose Confidential Information to the other in connection with this Agreement. The receiving party will protect the disclosing party’s Confidential Information using reasonable care and will use it only to perform under this Agreement.

• Confidential Information does not include information that is publicly available through no fault of the receiving party, independently developed, or rightfully received from a third party without confidentiality obligations.
• The receiving party may disclose Confidential Information if required by law, provided it gives notice (where legally permitted) and cooperates in seeking confidential treatment.

The Services may interoperate with or include functionality that depends on third-party services (for example, messaging providers, analytics tools, identity providers, or map services). Your use of such third-party services may be governed by their separate terms.

• We are not responsible for third-party services and do not warrant their availability, security, or performance.
• If you enable an integration, you authorise Krowd to exchange Customer Data with the relevant third party as needed to provide the integration.

Either party may terminate this Agreement (or an applicable Order Form) for material breach if the breach is not cured within 30 days after written notice.

We may suspend access to the Services, or suspend or disable a particular campaign, listener, export destination, integration, workflow, or other configuration, if we reasonably believe (a) there is a security risk, (b) your use violates the Acceptable Use section or the Regulated Campaigns, Referrals and Data Provenance section, (c) the configuration may result in unlawful or unauthorised processing or disclosure, (d) it may breach recorded consent, authority, provider choice, or other platform safeguards, or (e) we are required to do so by law or a competent regulator. We will use commercially reasonable efforts to limit any suspension to the minimum necessary.

• Effect of termination: Upon termination, Customer’s right to access the Services ends. We will make Customer Data available for export for a limited period, subject to plan capabilities and reasonable technical constraints.
• Survival: Sections intended to survive termination (including confidentiality, IP, liability limits, and payment obligations accrued) will survive.

We warrant that we will provide the Services in a professional and workmanlike manner consistent with generally accepted industry standards.

Except as expressly stated in this Agreement, the Services are provided “as is” and we disclaim all warranties to the maximum extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Nothing in this Agreement excludes or limits either party’s liability for: (a) death or personal injury caused by negligence, (b) fraud or fraudulent misrepresentation, or (c) any liability that cannot be excluded under applicable law.

Subject to the above, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, or data, arising out of or related to this Agreement.

Subject to the above, each party’s aggregate liability arising out of or related to this Agreement will not exceed the total fees paid or payable by Customer for the applicable Services in the 12 months immediately preceding the event giving rise to the claim.

Customer will indemnify and hold harmless Krowd from claims, damages, and expenses arising out of or related to Customer Data or Customer’s misuse of the Services, including any claim that Customer Data infringes or violates a third party’s rights.

Krowd will defend Customer from claims that the Services (excluding Customer Data and third-party services) infringe a third party’s intellectual property rights, and indemnify Customer from damages finally awarded, provided Customer promptly notifies Krowd and cooperates in the defence.

We may update this Agreement to reflect changes in the Services, legal requirements, or security and operational practices. If changes are materially adverse, we will provide reasonable notice via the Services, email, or your account admin channels.

Continued use of the Services after the effective date of an updated Agreement constitutes acceptance of the updated terms. If you do not agree, you may discontinue use or terminate in accordance with your Order Form.

• Assignment: Neither party may assign this Agreement without the other party’s prior written consent, except to an affiliate or in connection with a merger, reorganisation, or sale of substantially all assets.
• Force majeure: Neither party will be liable for delays or failures caused by events beyond reasonable control.
• Entire agreement: This Agreement and applicable Order Forms constitute the entire agreement between the parties regarding the Services.
• Severability: If any provision is unenforceable, the remainder will remain in effect.